This is not a question. I just want as many sellers to know what I have discovered about INAD /SNAD chargebacks.
What I've learned about INAD chargebacks.
For INAD " Item not as described" chargebacks the only thing you can do is accept a "Return for Refund" AND send a "Return Label". As an experiment, I stopped waiting for buyers to file a return or chargeback. I starting sending buyers a return label as soon as they first contact me about an issue with an item ( a high-priced item). Then I offer to help them with the issue and let them know that they may return for a refund if they so choose.
I won my first SNAD case this way. The buyer wanted money and to keep the item. I denied their "request" and they filed a chargeback 2 days later. Apparently, they thought filing for a chargeback would get them their money back faster, as they claimed they needed it back right away.
However, since I had already offered and sent them a return label - I won. I did not think I was going to win, especially since they actually DID return the item. It was delivered a few days after they filed the chargeback. I decided not to refund them right away and let them wait for the case decision. Because well, they **bleep** me off!
And boy was I shocked when the case was decided in my favor!!! I am assuming they lost because they filed after I had already sent them a return label. So this is a case where I got the money and the item. Except for the shipping costs and some damage to the unit. But overall I am happy with the outcome.
In the case reply. I wrote;
The date they bought the item
The date they received the item
The date they first complained
The date I sent a return label
and a copy of the return label
I put all this onto a PNG File and sent it as my evidence
I have since one another case this way. Although in the second case they did not return the item. But I did not have to refund them and their negative review was automatically removed. Again I am happy with the outcome.
Now, I have other scenarios, such as buyers filing claims without ever contacting the seller, or saying that they have returned the item when they never did. I have not encountered these scenarios as of yet, and hopefully, I never will, but this is what I would try in these scenarios.
Senario 1.
If they never contacted me before filing a chargeback. I would send them a return label right away with a message saying "If you had contacted me I would have given you a return label" and then I would answer the chargeback the same as above stating that I have sent them a return label for refund and would have sent one earlier had they contacted me. My theory is if they do not return the item they will lose the case.
Senario 2.
If they say they have returned the item and you must provide a tracking number proving that they did not. I would do the same. Send the buyer a return label and input that tracking info into the chargeback case.
Basically the only way to "Win" is to accept a return and provide a return label. There is NO way to prove the item "is as described", you can only prove you were/are willing to accept a return for a refund.And why they just don't tell us this, I will probably never know.
As much as it sucks, this law is a good one to protect us as consumers. Unfortunately, there are actors out there that use the system to try to get something for nothing. I know it's a "win-lose" situation and in some cases getting the item back is not at all ideal, but that's the best I've got for you.
Now if it's past 30 days, I would deduct the cost of shipping from the refund. I have no idea what their recourse would be then, but I would dare to find out. And if I ever have to deal with any of these scenarios, I will share how it all turned out. We have to look out for each other cause the system sure isn't.
Hope this helps as many sellers as possible.
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